Customer Service Manager - West/Southern NY Region

Century Linen & Uniform is a trusted provider of commercial linen and uniform rental services across the northeast.

We combine over a century of experience with modern technology and personalized service to deliver exceptional results to our clients

Territory range: Rochester to Binghamton 

POSITION OVERVIEW 

We are seeking a motivated and service-focused Customer Relationship Manager (CRM) to join our Healthcare Services team.

This individual will be the primary point of contact for healthcare clients, ensuring smooth day-to-day service, solving problems proactively, and identifying opportunities to enhance customer satisfaction and account growth.

The ideal candidate has experience working with healthcare providers, a strong understanding of operational needs in clinical environments, and a passion for building long-term business relationships.

KEY RESPONSIBILITIES

Travel Required 

• Client Relationship Management
  • Serve as the main liaison for assigned healthcare clients, ensuring prompt and effective communication.
  • Conduct regular check-ins and site visits to ensure satisfaction and address concerns.
  • Build strong relationships with key stakeholders including purchasing teams, clinical leadership, and facility management
• Service Excellence & Issue Resolution
  • Coordinate with internal teams (service, production, logistics) to ensure delivery accuracy, product quality, and timely issue resolution.
  • Track service performance, resolve service issues quickly, and communicate solutions clearly to the client.
• Account Optimization
  • Monitor usage trends, product mix, and inventory levels; recommend service adjustments as needed.
  • Identify opportunities for upselling or cross-selling additional products or services (e.g., mats, restroom products, patient gowns).
  • Onboarding & Program Management
  • Support new healthcare accounts through the onboarding process, ensuring a smooth transition.
  • Maintain accurate records of account history, communications, and service agreements.
• Collaboration & Reporting
  • Work closely with sales, operations, and service leadership to ensure customer expectations are met and exceeded.
  • Provide regular updates on account status, service issues, and client feedback.

EXPERIENCE 

• 3 years of experience in account management, client services, or healthcare operations preferred
• LPN’s encouraged to apply
• Strong knowledge of the healthcare industry, especially in environmental services, linen, or supply chain
• Excellent communication, interpersonal, and organizational skills
• Ability to manage multiple accounts and prioritize effectively
• Proficiency in Microsoft Office Suite; experience with CRM tools a plus
• Valid driver’s license and willingness to travel locally to client sites

WHAT WE OFFER 

• Competitive salary and performance-based incentives
• Gas card and car allowance for client visits
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• A supportive team culture and opportunities for growth

Century Linen is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.  If you’d like to view a copy of the company’s affirmative action plan or policy statement, or you have a disability and you believe you need reasonable accommodation in order to search for a job opening or to submit an online application, please call to 518-571-2610 x7642. This number is exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Equal Opportunity Employer Veterans/Disabled.